Beschreibung
Primary skill:a.Graduate (minimum), BE/B. Tech preferred
b.Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)
c.Excellent English communication skills, both written and verbal, including business writing skills
d.Experience of performance data analysis of ITIL® processes
e.Ability to work with all levels of client and internal resources
f.Positive learning attitude and willing to work in team environment
Secondary skill:
a.ITIL® Foundation certified
b.Strong customer service orientation
c.Passion for analyzing problems, driving continuous performance improvement
d.Comfortable with and effective use of MS Office applications
e.Close attention to detail and accuracy
f.Deadline driven and outcome oriented
g.Flexible attitude and ability to interact with a diverse business user community and changing environment
Supporting the Associate Senior Reporting Analyst, the Service Reporting Analyst role entails providing day to day support for all IT Service Reporting requests and maintaining a standard, consistent set of reports and dashboards for usage across CLIENT ecosystem.
Accountable for the production of agreed, regular reports, balanced score cards and presentation packs by the agreed reporting timelines and schedule which include measuring & tracking of Service Performance & Governance metrics reporting such as SLAs, KPIs, KRIs, IT Controls etc. to help ensure CLIENT maintain levels of service to our business and customers.
With the usage of Service Now, Performance Analytics and Power BI or Tableau, the role will entail introducing automated, interactive reports and dashboards to support stakeholders in their decision making by enabling them to acquire the data they need, when they need it.
The role is key in supporting the IT department and helps provide meaningful IT Service data to support any service performance and governance related activities, such as service review meetings with in-house IT support teams, Suppliers or IT processes by measuring and tracking service performance in line with ITIL best practice.
Section 3 – Accountabilities & Responsibilities
The prime responsibilities for this role are:
• Supporting the Associate Senior Reporting Analyst to provide Subject Matter Expert for all IT Service Management data related queries
• Responsible for establishing & maintaining IT reports & dashboards for usage by CLIENT eco-system.
• Assists in the creation of IT Reports Catalogue to support standardisation & reutilisation & ensure it is maintained and kept up to date.
• Provides reporting analysis capability to identify the trending of service issues with insight of actions to be taken to drive improvement of service performance, stability, efficiency & effectiveness.
• Responsible for the production, measurement & tracking of Service Performance & Governance metrics reporting such as SLAs, KPIs, KRIs, IT Controls etc. to help ensure we maintain levels of service.
• Produces regular robust service reports, documentation & presentation material for stakeholder consumption.
• Supports the analysis of data & creation of reports for SIAM led Service Reviews with Suppliers or
In-house IT teams to measure, monitor & track service performance & identify areas for improvement.
• Supports User Services in the production of IT Risk reporting.
• Responsible for the production of agreed, regular reports, balanced score cards and presentation packs by the agreed reporting timelines and schedule.
• Introducing automated, interactive reports and dashboards to enable stakeholders to acquire the data they need, when they need it to help with decision making.
• Accountable or the timely population of dashboards within the agreed timelines
• Produces and maintains training materials for IT Service Reporting and supports the Associate Senior Reporting Analyst in chairing lunch and learn sessions.
Section 4 – Knowledge, Skills, Experience & Qualifications
• Excellent analytical and reporting skills with experience producing reports and dashboards
• Must have good attention to detail
• Must be proficient in Reporting from Service Now – Min. 2yrs experience as a Reporting Analyst
• Must have experience in Service Now Performance Analytics – Min.at least 1.5yrs experience
• Should have experience using 3rd party report tools such as Power BI or Tableau - min 1yr experience
• Should have good understanding of ITIL framework and all associated ITIL processes
• Must be able to work on own initiative and make decisions
• Must have strong organisational skills and be able to multi task
• Must have strong communication skills (written and verbal)
• Must have strong Stakeholder Management skills and be confident chairing meetings
• Should be proficient in designing a report / know how best to present the data (visuals) to enable stakeholders to easily consume
• Desirable if experienced in conducting training sessions on IT Reporting
Section 5 – Challenges
The role deals with various data sets to support various governance meetings and decisions. The challenge is maintaining and structuring this to enable an efficient, effective and where possible, self-service automated approach. Additionally, the role needs to be able to be flexible and agile when dealing with the unpredictable nature of Service Operations.